Customer Service – After-Hours Lead

Job overview

The Customer Service – After-Hours Lead role is listed in Dallas, TX; the posting describes a flexible work standards policy that may be hybrid or remote, but does not specify this role’s arrangement. Compensation is not specified. The role supports merchant-facing service for Talus Payments, a technology-driven payment processing company. The lead handles after-hours customer and technical support while serving as an escalation point for support staff. The role monitors service-level turnaround, resolves complex merchant issues, coaches staff, and helps ensure accurate documentation and handoffs to day-shift teams.

What you'll do

• Answer merchant inquiries by chat, email, and phone
• diagnose technical issues and guide troubleshooting
• answer basic billing and deposit questions
• document cases and complete tickets
• train merchants on products
• de-escalate concerns
• coordinate fraud-related actions with Risk
• monitor turnaround times for SLA adherence
• take escalations
• coach staff
• document issues for day-shift teams.

What we're looking for

Skills & competencies

after-hours customer service lead

dallas tx

talus payments

merchant support

team escalations

technical support

sla monitoring

staff coaching

payment processing

chat and phone support

Work arrangement

• Weekend coverage required

Benefits & perks

• Health benefits
• 401(k) with company match
• casual dress environment
• flexible work standards policy described as hybrid or remote.

Why this role

The after-hours schedule is confirmed after applicable training; the posting lists a flexible work standards policy that may be hybrid or remote.

About the employer

Talus Payments is hiring for this role. Industry: Financial Transactions Processing, Reserve, and Clearinghouse Activities. Sector: 52.